Leads HiBob’s US Customer Support strategy, organization, operating model, performance, and customer experience. Responsibilities include scaling support delivery, developing leaders, managing service levels and workforce capacity, building premium support for strategic customers, partnering with Customer Success, influencing cross-functional priorities, and driving regional adoption of AI, automation, and global CX capabilities.

Manage a portfolio of mid-market SaaS accounts focused on product adoption, usage, retention, and customer satisfaction. Build account relationship frameworks, conduct status calls and business reviews, maintain account plans, assess customer health, mitigate churn, and identify growth opportunities. Act as a trusted advisor and customer advocate while collaborating with Product, Development, Marketing, and Sales. Meet net retention and CSAT/NPS goals through data-driven planning and execution.

Provide advanced technical support for SaaS customers, investigate and resolve complex issues, troubleshoot integrations and APIs, manage escalations, advise Premium customers, collaborate with Engineering, mentor teammates, and improve support processes and documentation.